Best Buy Delivers Best TV Buying Experience

As consumers flock to stores to scratch names off of their holiday gift lists, we decided to look at which retailer delivers the best TV buying experience. In a consumer survey we launched earlier this year, we asked a series of question to 788 consumers that had recently purchased a TV. We had enough responses from Walmart and Best Buy customers to examine those retailers directly.

It turns out that Best Buy customers tend to be more satisfied with their TVs and the service they receive in the stores. Walmart customers are less satisfied with the service, but are looking more for price than service when they make their purchase.

The bottom line: Go to Best Buy for service, Walmart for price

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I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

4 thoughts on “Best Buy Delivers Best TV Buying Experience”

  1. I’m not sure I agree with your conclusion. The data shown indicates that price was more important to Walmart customers than to BestBuy customers. It didn’t show that Walmart customers actually received a lower price.

      1. Tom: Now I see that you were referring to “the bottom line.” I don’t think it says that Walmrt has the lowest price; just that if you want service around your TV, then Best Buy is the better option. So, the reason to go to Walmart is for price (not service). Thanks for continuing the dialogue.

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